Customer experience management and innovation

Data-driven decisions to satisfy customer needs and expectations

Research services for customer experience management and innovation

  • Increasing customer satisfaction, NPS or reducing customer effort
  • Optimising customer experience measurement
  • Innovating customers’ experiences and planning change
  • Analysing complaints and undertaking root-cause diagnosis
  • Managing customer facing employees’ ease (ESE)
  • Deploying customer services standards

This has been some of the best training we have ever had

District Officer, Civil Service

Large-scale customer service and retention remains one of the most challenging tasks in the business world. Yet the opportunities to use digital technology – online, social media and Apps – offer potential to resolve the conundrum of cutting costs while increasing customer satisfaction.

Customer experience research

We use a range of research techniques to support digital customer experience blue-printing, customer journey analysis and usability testing showing which elements of customer service are really valued and which are not. We’ve demonstrated how customers can be serviced better without compromising cost.

Often, we combine behavioural data from online and App channels with customer research to create compelling analysis which improves channel migration and reduces customer effort. We use speech and text analytics and introduce new thinking from psychology and behavioural economics to produce better customer experiences.

Customer experience innovation

Customer Experience Training

We can use our insights to equip and engage your talent to meet the organisation’s objectives:

  • Sales training
  • Facilitating programmes
  • Board presentations
  • Senior management workshops
  • Voice of the customer forums
  • Conference presentations
We believe that better digital customer experiences are not only about ease; they require intense focus on frontline people who increasingly deal with complex customer requirements.